Coronavirus information

We are proactively monitoring the coronavirus outbreak, including the latest Government and NHS advice.

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Following Government Covid-secure guidelines our places and homes continue to only open for essential visitors (e.g. medical practitioners, emergency repair specialists), colleagues and other key workers. All other visits are suspended until further notice or updates from the Government.

The health and wellbeing of our people is our priority. We will do all we can to support our customers, colleagues, clients, contractors and visitors.

With the introduction of lockdown measures in England by the Government from 5th November 2020 our colleagues will work from home if they are able to do so.

We hope by following the advice together we can help reduce the spread of coronavirus (COVID-19).

You can also read our Covid-19 Frequently Asked Questions.

Guidance for resident customers

Continuing to provide support to our customers is important to us and we are doing all we can to make this happen.

We are responding to non-emergency repairs in England

We are experiencing an increase in our calls to the Customer Service Centre and some of our colleagues are working from home so it may take longer than usual to speak with someone. It is simple and quick to report your non-emergency repair online and this may be more convenient for you.  We will try to complete your repair as soon as we can however please be aware that it may also take longer for a repair to be scheduled as we have high numbers of repair requests and lockdown and local restrictions may have an impact on the availability of our colleagues.

Gas safety and electrical checks will also continue wherever possible.

Our colleagues will wear a face covering whilst in your home and moving around or through any communal areas such as corridors or lounges. All colleagues have suitable personal protective equipment (PPE) and will wear what is appropriate for the task. We’ll also let you know if you need to take any additional safety precautions while our colleagues are visiting your home.

The measures we put in place to manage the coronavirus situation may impact on the level of service we can provide to you and we may not be able to meet all our customer service standards. We will be making changes to services in line with Government guidance to safeguard our customers and our colleagues.

The Government information around coronavirus changes frequently. We advise you to keep a close eye on the NHS website and the Government website for up-to-date information. 

To help answer some of the most common questions being asked, we recommend you visit our Frequently Asked Questions page.

Guidance for customers living in our Extra Care, Retirement Living & Supported Housing Services

Following the introduction of the lockdown in England and the Government local COVID alerts levels you can find out more about how this affects our service to you.

To help protect you and your neighbours please remember that each individual home/apartment is considered an individual household. The whole service is not considered to be one household. Social distancing guidance should be followed at all times unless you are meeting with people from within your support bubble.

From Thursday 5th November all communal lounges will be closed until Government guidelines advise they can be re-opened.

Please note that indoor communal lounges (when re-opened) are for customers only. Where access is only available to communal outdoor space through a communal lounge this can be used by customers only.Our colleagues will wear a face covering whilst in your home and moving through any communal areas such as corridors or lounges. Our team also have suitable personal protective equipment (PPE) and will wear what is appropriate for the task they are completing.

We ask you to wear a face covering when moving through or around indoor communal areas and moving around corridors.

If you are unable to access the essential goods and services that you need and if you have any problems we will work with you to put a suitable plan in place.

How to get coronavirus support as an extremely vulnerable person

The Government provided service is no longer open for new registrations because people aren’t being advised to shield in most of England from 1 August 2020.

If you’ve already registered and got priority access to supermarket deliveries, you’ll keep it. You can read general guidance on protecting yourself if you’re clinically extremely vulnerable to coronavirus.

Please contact your local authority If you live in an area where there are

If you are unable to access the essential goods and services that you need and if you have any problems please contact us and we will work with you to put a suitable plan in place. 

Guidance for customers with financial concerns

We encourage customers who may be struggling financially to visit our Guidance for customers with financial concerns page for more information on the support that is available.

We are committed to help prevent our customers falling into debt and we will continue to provide advice, support and guidance to customers who may be experiencing difficulty in paying their rent.

We are unable to offer rent breaks however we will work with each customer on a case by case basis to agree an affordable repayment plan.

Guidance for visits to our places

Our places and homes are only open for essential visitors (e.g. medical practitioners, emergency repair specialists), colleagues and other key workers. Any essential visits to our places and homes will be postponed for the following reasons:

  • you are suffering from a dry cough, fever, breathing difficulties or flu like symptoms; loss of taste or smell and/or,
  • you have been in contact with someone who has tested positive for coronavirus or is self-isolating.

All other visits will be suspended until further notice.

We hope you and your families stay safe and well. Thank you for your continued support.

Last updated 5 November 2020